Billing & Usage

Subscription management, usage monitoring, and cost tracking.

Plans & Pricing

Plan Limits

Limit	Free	Pro	Enterprise
Queries/month	1,000	10,000	Negotiable
Tokens/month (input+output)	100,000	1,000,000	Unlimited
Agents	1	10	Unlimited
Data sources	3	25	Unlimited
Users	3	25	Unlimited
Data retention	30 days	90 days	Custom
RAG strategies	All	All	All
Browser extension	✅	✅	✅
API access	✅	✅	✅
Analytics	Last 7 days	Last 90 days	Custom
SSO (SAML/OAuth)	❌	❌	✅
Support	Community (GitHub)	Email (24h response)	Priority (4h response) + Slack channel
SLA	None	99% uptime	99.9% uptime
Price	$0	$99/month	Contact sales

Overage charges (Pro plan):

• Queries: $0.01 per query over limit
• Tokens: $0.001 per 1K tokens over limit

Billing cycle: Monthly (1st of month) or annual (prepaid discount available)

Add-Ons (Pro/Enterprise)

Add-On	Price	Notes
Additional user	$10/user/month	Min 5 users
Additional data source	$25/source/month	Beyond plan limit
Query volume increase	$50 per 5K queries	Prepaid blocks
Dedicated infrastructure	Contact sales	Enterprise only

Manage Subscription

View Current Plan

Location: Settings → Billing

Displayed info:

• Plan name (Free/Pro/Enterprise)
• Monthly cost (e.g., "$99/month")
• Usage (e.g., "8,245 / 10,000 queries")
• Next billing date (e.g., "Feb 1, 2024")
• Payment method (e.g., "Visa ****1234")

Expected view: Card showing current plan details, usage bars with percentages

Upgrade Plan

Location: Settings → Billing → Upgrade Plan button

1. Click Upgrade Plan
2. Select new plan (Pro or Enterprise contact sales)
3. Review changes modal:
   • New monthly cost
   • Prorated charge today
   • New limits
4. Click Confirm Upgrade
5. Enter payment info (if not on file)
6. Confirm

Expected result:

• Upgrade takes effect immediately
• Prorated charge billed to payment method
• Usage limits update (visible in 5-10 minutes)
• Confirmation email sent

Prorating example:

• Upgrade on Jan 15 (mid-cycle)
• 15 days remaining in month
• Pro plan: $99/month = $3.30/day
• Prorated charge: $3.30 × 15 = $49.50

Downgrade Plan

Location: Settings → Billing → Change Plan

1. Click Change Plan
2. Select lower tier (Free if currently Pro)
3. Review limitations warning:
   • Reduced query limit
   • Features removed (e.g., SSO)
   • Data retention reduced
4. Confirm downgrade

Expected result:

• Scheduled for end of current billing period
• Current plan continues until then
• No refund for unused days
• Warning shown: "Effective Feb 1, 2024"

Resource cleanup (when downgrade activates):

• Agents beyond limit disabled (status: "Inactive - Plan Limit")
• Data sources beyond limit disabled
• Users beyond limit set to readonly

Cancel Subscription

Location: Settings → Billing → Cancel Subscription

1. Click Cancel Subscription
2. Select reason (dropdown: Cost, Not using, Missing features, Other)
3. Optional feedback (text area)
4. Click Confirm Cancellation
5. Receive cancellation email

Expected result:

• Access continues until end of billing period
• No further charges
• Data retained for 30 days after end date
• Can reactivate before data deletion

Data retention after cancellation:

• Days 1-30: Full access to export data (readonly)
• Day 31: Data deleted permanently (agents, interactions, analytics)
• Data sources: Not deleted (original sources untouched)

Usage Monitoring

Usage Dashboard

Location: Settings → Billing → Usage tab

Metrics displayed (current billing period):

• Queries used / limit (e.g., "8,245 / 10,000")
• Tokens used / limit (e.g., "750K / 1M")
• Data sources active / limit (e.g., "18 / 25")
• Users active / limit (e.g., "22 / 25")

Bars color-coded:

• Green: 0-79% used
• Yellow: 80-99% used
• Red: 100%+ used (overage)

When over limit (Pro plan):

• Overage charges apply
• Banner shows estimated overage cost
• Option to upgrade to higher tier

Usage Alerts

Configure: Settings → Billing → Alerts

Alert types:

1. Approaching limit: 80% of quota
2. Near limit: 90% of quota
3. Exceeded: 100% of quota

Actions:

• Email to billing admin
• Optional webhook POST to your endpoint

Alert payload:

{
  "alert_type": "approaching_limit",
  "metric": "queries",
  "current": 8000,
  "limit": 10,000,
  "percent": 80,
  "estimated_overage_cost": 0
}

Usage Breakdown

By agent (Dashboard → Analytics → Usage):

• Agent name
• Query count
• Percentage of total
• Avg latency
• Cost

By user (Admin → Users → Usage tab):

• User email
• Query count (30 days)
• Last active timestamp
• Cost attribution

By channel (Analytics → Channels):

• API: Direct API calls
• Browser Extension: Chrome extension queries
• Widget: Embedded widget queries
• Slack: Slack app queries

Payment Management

Payment Methods

Location: Settings → Billing → Payment Method

Supported:

• Credit card: Visa, Mastercard, Amex, Discover
• ACH/wire transfer: Enterprise only, min $1000/month
• Purchase orders: Enterprise only, net-30 terms

Add/update card:

1. Click Update Payment Method
2. Enter card details (Stripe secure form)
3. Click Save
4. Verification charge: $1 (refunded immediately)

Expected result: New card becomes primary, old card remains as backup for 30 days

Invoices

Location: Settings → Billing → Invoices tab

Invoice list shows:

• Invoice number (e.g., "INV-2024-001234")
• Date (e.g., "Jan 1, 2024")
• Amount (e.g., "$99.00")
• Status (Paid, Failed, Pending)
• PDF download icon

Invoice contains:

• Billing period (e.g., "Jan 1 - Jan 31, 2024")
• Line items:
  • Pro Plan: $99.00
  • Overage (250 queries × $0.01): $2.50
  • Add-on users (2 × $10): $20.00
• Subtotal: $121.50
• Tax (if applicable): $9.72
• Total: $131.22
• Payment method: Visa ****1234

Download: Click PDF icon → opens in browser or downloads

Email: Click envelope icon → send to email address (e.g., accounts@company.com)

Credits & Refunds

Service credits:

• Issued for: Outages >1 hour, data loss incidents
• Amount: Pro-rated based on downtime
• Applied: Next invoice (automatic)
• Expiry: 12 months from issue date
• Balance visible: Settings → Billing → Credits

Refunds (cancellation):

• Pro plan: Pro-rated refund for unused days
• Annual prepay: Pro-rated refund minus 10% admin fee
• Processing time: 5-10 business days
• Method: Original payment method or check

Example: Cancel on Jan 15 with annual prepay ($990 paid)

• Days used: 15 days = $40.50
• Admin fee: $99.00
• Refund: $990 - $40.50 - $99.00 = $850.50

Troubleshooting

Payment Failed

Symptom: Email "Payment failed for invoice INV-XXXX"

Diagnostic steps:

1. Settings → Billing → Payment Method → check expiration date
2. Check card has sufficient funds
3. Verify billing address matches card
4. Check with bank for fraud hold

Fix: Update payment method immediately, click Retry Payment button in billing section

Service impact: Pro plan downgrades to Free after 7 days of failed payment

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Unexpected Charges

Symptom: Invoice higher than expected

Diagnostic steps:

1. Settings → Billing → Usage → check metrics for spike
2. Analytics → By Agent → identify high-usage agent
3. Analytics → By User → identify users with unusual activity
4. Check data source sync logs for re-processing

Fix: If spike legitimate, accept charge. If suspicious, contact billing@twig.so with invoice number and suspected issue.

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Upgrade Not Reflected

Symptom: Upgraded to Pro but still shows Free limits

Diagnostic steps:

1. Check email for upgrade confirmation
2. Settings → Billing → verify payment processed
3. Refresh page (Cmd+R / Ctrl+R)
4. Log out and log back in
5. Check after 10 minutes (cache propagation)

Fix: If not resolved after 10 minutes, contact support@twig.so with upgrade timestamp and invoice number

When This Doesn't Apply

Enterprise customers: Billing managed via custom contracts, not self-service portal. Contact account manager for changes.

Reseller customers: Billing through reseller, not direct Twig. Contact reseller for subscription changes.

Next Steps

Cost Optimization - Reduce query costs

User Management - Add/remove users

Analytics - Track usage patterns

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